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New Member
Posts: 1
Registered: ‎07-25-2022

No credit for faulty appliance

In May I placed an order for a Bosch dishwasher.  When the dishwasher was delivered and installed the installer discovered that the unit was faulty.  He then uninstalled it and said he would return it to the warehouse.  He had already uninstalled my original dishwasher so this left me with no dishwasher and the start of my Best Buy nightmare.  The installer told me to call customer service and let them know that the unit was being returned to the warehouse.  I did and was told that the order was still shown as being open and to call back the next day after the order was closed.  I called the next day and was told the same thing. On my third day of calling Best Buy I got a customer service rep who said that the warehouse would have to investigate the issue, he gave me an "escalation case number" and said that someone from the ware house would call back within 24 hours.  I have never received a callback.  After waiting two days I then called customer service again and a new representative said that the previous representative had esclated the matter to the wrong department.  I was given a new esclation case number and again told that I would receive a callback within 24 hours.  Again no call back from Best Buy. When I again called Best Buy the customer service rep said that what should have been done was to close the order issue me a refund and then open a new order for a dishwasher. The rep said she was clsoing the order and I would get a refund. But when she then checked inventory there were no comparable Bosch dishwashers in stock. I then went online and bought a dishwasher from Home depot.  It has been 2 months and I have never received a credit from Best Buy or any of the promised call backs.  The only communication I have had is a robo email asking me how I was enjoying my new dishwasher.  I do not blame best Buy for the unit being bad, that happens.  But I'm incredulous that Best Buy has no process for dealing with cases like these.  I will never buy anything from Best Buy again.

Social Media Specialist
Posts: 33
Registered: ‎10-19-2020

Re: No credit for faulty appliance

[ Edited ]

Hey there, Leni,

 

Thanks for joining our community forums. I regret to hear that you are having issues with one of your orders, and I can understand how frustrating that may be. Were you able to get any help with this issue? If not, I would love to assist further. Can you please send me a private message with your full name, phone number, email address, and order number? I look forward to speaking with you soon.

Jacob W|Social Media Specialist | Best Buy® Corporate
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